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We’re excited to announce that we’ve shipped BoldDesk’s November 2025 release, a carefully focused update that makes everyday support work faster, safer, and more contextual.
This release brings targeted improvements for the agent portal, dashboards and reports, knowledge base (KB), integrations, live chat, omnichannel features, and our new mobile SDK.
Each change is grounded in real operational wins: faster triage, better deflection, clearer SLA reporting, and simpler cross-channel conversations.
What’s new in the November 2025 release?
| Module | Release Highlights |
| Chat |
|
| Omnichannel |
|
| Integration |
|
| Mobile app |
|
| Dashboard and reports |
|
| Customer portal |
|
| Agent portal |
|
| Live chat widget |
|
| AI |
|
What’s new in detail
Chat agent portal and workflow
Human agents work smarter with AI-driven tools that keep high-priority cases visible and every interaction fully tracked:
- AI views and filters: Automatically classify and route cases using machine learning; create and save dashboards showing only the cases you need; combine multiple filters to find precise case sets.
- Meeting scheduling: Book meetings directly from chats with automatic activity tracking and linked interaction histories to keep communications in context.
- Workflow enhancements: Temporary field support in placeholders, access to updated field name in the query builder, get customer details in reusable workflows, and more.
- Inactivity triggers: Automate reminders, reassign chats, escalate issues, or close conversations when customers or agents go silent, based on defined thresholds.
- Autoclose of idle chats: Set inactivity thresholds to close stale conversations automatically, keeping queues clean and agents focused on active cases.
Omnichannel feature
Support now flows more seamlessly through every channel—richer messages, smarter automation, and consistent closure keep customers in the loop, no matter from where they reach out.
WhatsApp via Twilio
Bring WhatsApp into BoldDesk via Twilio with zero hassle. Activate using your account SID and auth token, register multiple phone numbers, and exchange images, videos, files, and templates for clearer, more engaging conversations.
Twilio MMS support
Enable the MMS toggle in your SMS (Twilio) channel, and your human agents can send and receive multimedia photos, videos, and documents directly in SMS chats.
Interactive WhatsApp messages via Gupshup
Send buttons, quick replies, and call-to-action components through automated workflows. Make every Gupshup WhatsApp messages proactive, interactive, and conversion-ready in BoldDesk.
WhatsApp CTA buttons via Meta Cloud API and Gupshup
Replace long URLs with clean CTA buttons. Users tap to visit links without seeing the full address, boosting click-through rates and trust in every message..
Conversation reopens across all channels
Set a reopen interval in each channel in the account settings. Any closed conversation accessed within that interval automatically reopens, ensuring no customer is left hanging.
Chat closure message
Enable a conversation closure message in each channel. When a chat ends, the customer instantly receives a polite, branded confirmation that the chat is done.
Integrations
Connect BoldDesk with more of your tools. This release brings smarter syncs, seamless scheduling, and automated closures so support stays in rhythm with the rest of your software.
BoldSign integration
BoldSign brings secure, cloud-based eSignature capabilities to BoldDesk. Send, sign, and manage documents online with compliance and automation built in.
Highlights:
- Legally binding eSignatures compliant with ESIGN and eIDAS.
- Smart signing order with real-time progress tracking.
- Full audit trail with every view, sign, or decline time-stamped.
- Embedded signing inside your app or portal.
- Multirecipient dispatch for bulk agreements.
PagerDuty: auto-resolve on ticket close
Incidents in PagerDuty are now resolved automatically when tickets are solved and closed in BoldDesk, streamlining incident management.
Microsoft Entra ID (Azure AD) enhancements
Support teams can now choose whether tickets should be marked as spam when contacts are removed during Microsoft Entra ID sync, giving more control over ticket handling.
Additionally, custom agent fields can be mapped and synced from Azure AD to maintain consistent data across systems.
Calendly integration: schedule from live chat
Turn support chats into scheduled meetings without leaving the conversation with Calendly. Customers can pick a time slot right in chat, triggering automatic ticket creation with full meeting details and links.
Reschedules are logged as public notes, cancellations close tickets automatically, and a complete history of changes is stored in one place, no more scattered emails or missed updates.
Mobile app
The BoldDesk Mobile Support SDK now lets you embed knowledge base and ticketing modules directly into your Android, iOS, Flutter, and React Native apps.
Secure login with JWT tokens, real-time push notifications for ticket updates, and full theme customization (light, dark, or system mode) let you deliver a native support experience with your brand’s fonts and colors.
Dashboard and reports
Whether grouping response times into custom buckets or sorting message types by agent, these feature updates turn raw data into actionable intelligence.
Grouping time-based data using custom series
You can now group first response times or resolution times into custom ranges of 0–15 minutes, 15–30 minutes , or 4–8 hours for clearer trend analysis.
You have the choice of either a standard or cumulative series for the final range, which then auto-fills based on your highest value.
Unified SLA widget
One widget now shows achieved, breached, and no SLA tickets by creation date:
- Count every breach once.
- Filter by agent, brand, or category for deeper insights.
Sorting made simple
Dashboards now let you sort underlying data in the order that works best for you. You can arrange records by any system or custom field, such as created-on date, agent, or requester, for faster access to the most relevant data.
Group by message type or tags
Gain deeper insights into communication and ticket trends with two new grouping options in custom dashboards:
- Message type: Group agent replies into public replies, private notes, and automation notes to track communication patterns and balance workloads.
- Tags: Group tickets by tags to analyze distribution and identify frequently used tags for better categorization.
Enhanced filtering for time-based fields
Filtering time-based fields is now simpler. You can enter values in minutes or hours without manual conversions. This makes filters clearer and faster to apply and reduces input errors.
Knowledge base in customer portal
Self-service works best when content evolves with real user input. Your knowledge base is now more engaging. Customers can “like” helpful articles and leave comments for constructive feedback.
Behind the scenes, we’ve implemented full WCAG 2.2 accessibility compliance, ensuring an inclusive experience for all users with improved screen reader support and updated HTML standards.
Agent portal: precision tools for everyday efficiency
The November 2025 release refines the agent portal with feature updates that keep everything organized and actionable right where you need it.
Suspended emails in ticket details
Suspended email replies are no longer hidden away. The ticket details page now displays all suspended responses linked to a ticket, allowing support teams to review or delete them directly without switching views.
This new update streamlines navigation and keeps conversations moving smoothly.
Block domains with ease
Spam control just got smarter. We’ve added the ‘Block Domain’ option to both the Mark Ticket as Spam and Block Contact windows, giving agents more control over unwanted communications.
Filter tickets by activity status category
Advanced ticket filters now include options for activity status and category. Pull up tickets with pending approvals or updates in moments, so nothing slips through the cracks during busy shifts.
Link chats to activities for unified tracking
In this product release, we’ve added support for linking activities to chat conversations, allowing tasks performed during a chat to be connected to a relevant ticket or project.
From the conversation details page, support agents can view, edit, and manage these activities just like in the ticket module, ensuring consistent tracking across channels.
Auto-embed live chat in customer portals
The ability to automatically embed a live chat widget in a customer portal automatically is now available. This feature can be configured from the Admin page, making it simple to add live chat support to your portals.
CSAT score display in contact and contact group detail views
Understanding customer sentiment shouldn’t require extra clicks. CSAT scores now appear inthe Contact and Contact Group detail views, giving teams instant visibility into customer emotion.
Live chat widget
Every chat now begins with context and ends with clarity. The live chat widget gains powerful pre-chat intelligence and persistent action buttons, so agents start strong, and customers stay engaged. Here are the new feature updates:
- FAQ message prompts: Display predefined FAQ prompts at the start of every chat so customers can access common answers or escalate to AI or human agents.
- Capture essential customer details: Customizable fields provide instant context for faster, personalized support.
- Sticky buttons: Allow admins to configure display names and trigger values to launch workflows, transfer to an agent, run automation, or guide users.
Other general live chat improvements
The chat experience feels sharper and more intuitive. The interface has been refined for better usability, allowed file types are now configurable, and the emoji picker can be toggled on or off as needed.
This new feature update lets you specify how long closed chats can be reopened. AI action buttons allow you to edit text, enable or disable options like “Transfer to Agent” and “Mark as Helpful,” and customize the handoff process for your workflow.
AI: keep your pages fresh automatically
Keep your content accurate with scheduled resyncing. You can schedule automatic updates at set intervals for crawled pages, eliminating the need for manual refreshes.
This feature enhancement guarantees reliable, up-to-date content and simplifies ongoing maintenance.
3 Real-life examples of how teams will use these features
These updates aren’t just theoretical. They solve real problems for support teams.
Stop spam waves: Agent portal + Block Domain
Problem: An e-commerce brand faces dozens of fake order emails from a single rogue domain.
BoldDesk solution: Instead of marking each ticket as spam, an agent flags one and selects Block Domain. All future emails from that domain are automatically blocked. Suspended replies appear on the ticket detail page so that agents can recover any legitimate messages.
Impact: Immediate reduction in spam ticket inflow, faster clean-up (no inbox hopping), and zero legitimate ticket loss because suspended replies are visible and recoverable.
Make support a native part of your product: mobile SDK
The problem: A fintech app aims to help users without requiring them to leave the app.
BoldDesk solution: The development team installs the Mobile Support SDK (iOS/Android/Flutter/React Native). Customers search KB articles, create tickets with screenshots, and receive push notifications, all inside the app. Tickets include device context and logs for quicker diagnosis.
Impact: 25% higher ticket completion rate inside the app, 15% ticket deflection via KB discovery, and faster time-to-resolve because agents receive richer context with each in-app ticket.
Route and engage customers where they already are: WhatsApp via Twilio + Calendly in chat
The problem: A telecom company wants to engage customers on WhatsApp and let them schedule technician visits during a chat session, but booking requires switching apps.
BoldDesk solution: With the WhatsApp via Twilio and Calendly integrations, agents send booking links directly in the chats. Customers pick times without switching apps, and BoldDesk auto-creates tickets with meeting details.
Impact: Faster bookings, fewer dropped conversions, and a single timeline for chat, booking, and ticket updates.
Scale smarter with BoldDesk’s November 2025 updates
This product release update is about reducing friction for agents and customers alike. Small changes like in-context suspended replies and domain blocking add up to big wins: fewer interruptions, cleaner queues, and faster, more confident support.
As always, we love hearing from you. Tell us about your experience, both what you like and feature requests, to help us make BoldDesk better for everyone.
Need help exploring the new feature updates? Our BoldDesk support team is just a click away.
Did you find this blog helpful? Drop your thoughts below. We’d love to hear from you!
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